Remote AI CX Systems Engineer

Runway; Greater London; Remote; GBP 75,000 - 110,000; Full time

Job summary

Runway is seeking a CX Systems Engineer to own the AI support agent, ticketing system, and CX tooling. You will ship production code, design routing and escalation, and ensure robust testing before production.

You’ll build dashboards, run QA, manage releases, and collaborate with Product, Engineering, and Education teams to improve self‑serve, reduce ticket volume, and scale our customer experiences.

Qualifications

• 5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code.
• You ship production code in codebases you didn't write: read TypeScript, trace logic through someone else's service, put up a PR that survives review.

Responsibilities

• Own the AI support agent, our ticketing system and other Support tools end to end: authentication (JWT), response logic, routing, escalation paths and tone, tested in staging before it sees live traffic
• Ship daily product changes that remove ticket volume. Example: extending refund eligibility to one-click credit purchases, upgrades and prorations
• Build and maintain internal CX tooling as real software: scripts, jobs, dashboards, admin surfaces
• Run QA and evals with real test suites and pass/fail rubrics, plus monitoring and alerts
• Own releases: staged rollouts, a regression suite before every ship, clear rollback criteria, production writeups
• Build the CX reporting the org runs on: volume, CSAT, reply and resolution time, escalation accuracy, agent spend
• Guardrails on refunds, account changes and anything touching money or PII, including audit trail
• Keep the knowledge base accurate and structured for the agent to parse, and manage handoff into the ticketing system
• Keep the CX roadmap and the coverage model current, sequenced against priorities
• Run the day‑to‑day with our AI platform vendor: weekly working session, joint roadmap, reproducible issues
• Carry signal across teams: Product and Engineering on bugs and rollouts, Customer Education on self‑serve, community on Discord and forums, GTM and Analytics on routing and reporting

Skills

CX experience

TypeScript/Node.js

AI workflows

SQL

Billing API

Git/CI

QA & evals

Cross-team collaboration

Job description

Runway is seeking a CX Systems Engineer to own the AI support agent, ticketing system, and CX tooling. You will ship production code, design routing and escalation, and ensure robust testing before production.

You’ll build dashboards, run QA, manage releases, and collaborate with Product, Engineering, and Education teams to improve self‑serve, reduce ticket volume, and scale our customer experiences.